This workshop is SkillsFuture Credit-eligible and can be delivered face-to-face or online. 


This workshop will help you to handle difficult interactions at work in a more assertive, confident and constructive way.

As well as learning about the nature of conflict and why it arises you will gain a better understanding of how you react in stressful situations. You will also be given a set of tools and techniques to help you manage challenging real-life interactions with your colleagues and customers.

This course is for you if …

You would like to deal with conflict at work more effectively.


After taking this workshop you should be able to:

  • Analyse situations, yourself and others to better understand workplace conflict
  • Select from and use conflict handling strategies to resolve a range of challenging situations
  • Manage emotions and defuse difficult situations, resulting in positive outcomes.

Workshop outline

Understanding the nature of conflict

  • Identifying your difficult situations and people
  • Defining conflict
  • The root causes of conflict

Understanding your reactions to conflict

  • Hot buttons
  • Blaming
  • Assumptions about behaviours

Acknowledging others’ preferences in conflict situations

  • Values, expectations and psychological contract
  • Communication preferences
  • Establishing common ground and flexing

Conflict management

  • Five conflict management strategies
  • Your conflict, your choice
  • Collaborative and creative solutions

Mindful communication in conflict situations

  • Being a good listener
  • Non-violent communication
  • Validating perceptions using empathy

Managing stress during conflict situations

  • Tuning in to what your body is telling you
  • Managing your stress
  • Resilience and its five components

Proactive approaches to conflict

  • Avoiding escalation
  • Preventative strategies
  • Reacting to criticism

Handling conflict at work – mini-clinic

  • Improving a key situation at work
  • Evaluating performance
  • Setting goals

Why choose us?

Find out why you should choose us and how we deliver our workshops face-to-face or online

Full-day workshop schedule

Face-to-face Public training dates 2021/2022
1-2 March 5-6 April 1-2 July
12-13 August 6-7 September 4-5 October